returns/refunds policy

RETURNS INFORMATION

You must return your product/s within 30 days of the original order being dispatched. Returns must be shipped back to us within 7 days of receiving your return confirmation email.

The returned product/s must be in all of their original packaging, and in like-new condition. - We may reject the returned product if there is damage to the product and/or product packaging.

If a product is deemed unfit for return, we will notify you via email that the return has been rejected and no credit will be issued. You can then choose to have the product/s returned back to you at your expense. If you do not notify us that you want your product/s returned within 14 days the product/s will be recycled.

Due to the nature of e-liquid we are unable to offer any returns/refunds on e-liquid bottles once they have shipped and left our warehouse. This is to ensure the safety of our customers, as these bottles are not fit for re-sale.

If you would like to return your entire order in exchange for a refund you will be issued a refund of your order total minus the shipping fee of ($5.99 NZD). This also applies to orders that included free shipping, as the fee was still paid by illuminate Vapes Limited

RETURN INSTRUCTIONS

As long as your return adheres to the requirements described above, follow these steps to return your product:

STEP 1

Please contact our team via email, facebook mesanger or online chat to advise us of the issue

STEP 2

After receiving and reviewing your return request we will notify you via email if your return will be accepted and you can follow the return instructions inside that email.

STEP 3

Upon receiving the returned item/s we will review the products you’ve returned. If the returned products have met all of our return policy requirements, we will process a credit voucher to the value of the returned item/s at time of purchase. This can be used on www.illuminatevapes.co.nz or in store.

REFUND/REPLACEMENT POLICY
 

illuminate Vapes Limited will accept product returns and provide you with a repair, replacement or refund where:

  • The product is faulty or is not of acceptable quality; or

  • The product is not fit for its intended purpose; or

  • The product does not match the sample or our description; and

  • You can present your illuminate Vapes Limited receipt or other adequate proof of purchase.

 

Any Cosmetic Damage Must Be Reported Within 48 Hours of Delivery.

Please note that we may request for you to email/send pictures or videos of damaged or defective merchandise prior to sending the items back. We may also email you with troubleshooting steps in an attempt to save you the time of returning the items.

illuminate Vapes Limited operates under the guidelines of the New Zealand Consumer Guarantees Act 1993